One of the less stressful aspects of COVID-19 lockdown constraints has been the increased amount of birdsong and, I think, more birds in our tiny back garden. Encouraged by recent…
When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk to any UK citizen and…
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…
Getting a realistic view on the rise of the machines means being aware of the hype cycle Film buffs will know that this year marks the 50th anniversary of Stanley…
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…
The exciting mission and purpose need to be balanced against the dull stuff – and good planning is essential Are you excited by your working life? Does every problem seem…
In this short – and hopefully not boring – video I offer a cure for what could be termed “Founders Syndrome” – a focus on the core mission and purpose…
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t…
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from the hold to the gate…